Duration: 1 Year 

Job Description: refer to the attachment

Number of positions opening: 1

Jobs Requirements: 

PURPOSE

• Oversee the delivery and improvement of IT service management processes and tools, ensuring alignment with best practices and customer expectations.

Lead the automation of ITSM workflows and tasks, leveraging emerging technologies and platforms to enhance efficiency and effectiveness.

Report to the manager of ITSM operations and automations and supervise a team of ITSM analysts and specialists.

KEY ACCOUNTAIBILITIES

• Manage the day-to-day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management.

Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements.

Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics.

Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies.

Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud.

Collaborate with IT and business stakeholders to understand their needs and expectations, and provide guidance and support on ITSM best practices and automation solutions.

Manage the ITSM operations and automations team, including hiring, training, coaching, performance management, and career development.

Manage the ITSM operations and automations budget, ensuring cost-effectiveness and alignment with IT and business objectives.

KEY PERFORMANCE INDICATORS

• Improve on the ITSM process maturity based on ITIL framework to achieve a level 4 or above for all ITSM processes.
• Ensure 95% or above compliance of all ITSM processes.
• Study and revamp the ITSM processes to improve efficiency and effectiveness.
• Study and implement the ITSM automation solution which benefit on the cost optimization, reduction of human error, improve on the turnaround time and customer satisfaction.
• Assist to develop of the ITSM operation and automation team members.

EXTERNAL & INTERNAL CONTACTS

• Group Head of Infrastructure and Cloud Technologies
• One Cloud Team
• Head of Service Management.
• Service Level Manager.
• IT Service Management.
• IT and stakeholders of Business Units.
• IT teams of Group Shared Services.
• Countries/Business Units.
• Vendors and/or Service Providers.

QUALIFICATIONS / EXPERIENCE

• 5 years experience in ITSM operations and automations, preferably in a leadership role
• Minimum 4 years experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.

CERTIFICATIONS

• ITIL V3/V4 Certification.
• Certified as ServiceNow System Administrator (CSA)

Automation tools certification (e.g., Ansible, Terraform, UiPath, etc)

• Bachelor's degree in computer science, information systems, engineering, or related field

KNOWLEDGE & TECHNICAL SKILLS

Demonstrating experience working with ServiceNow platform.

Experience working in cloud environments like Azure and AWS and the integration with ServiceNOW platform.

Demonstrating experience working with automation tool.

• Ability to analyze, troubleshoot and resolve complex software applications or integration related problems.
  • Strong communication, collaboration and customer service skills.
• Applies standard methodology, techniques, procedures and criteria.
• Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes, e.g. GenAI integration with MS OpenAI or NOW Assist in ITSM Pro.